Your Trust, Our Priority. Supporting Your Passion for Exotic Care with Integrity and Reliability.
Our Commitment to You
At Underground Reptiles Shop, we understand that building and maintaining bioactive habitats and caring for exotic animals is a dedicated passion. We are committed to providing high-quality animals, curated supplies, and equipment to support your journey. This policy outlines our shipping and returns processes, designed with both your convenience and the welfare of our living creatures in mind.
Shipping Information
We ship globally, excluding Asia and certain remote regions. All orders are processed with care from our facility in San Francisco.
Order Processing & Delivery Timelines
| Stage | Timeframe | Details |
|---|---|---|
| Order Processing | 1-2 Business Days | After payment confirmation, our team carefully prepares your order. Live animal orders are prioritized and packed with utmost care for transit. |
| Standard Shipping | 10-15 Business Days after dispatch | Shipped via DHL or FedEx. Flat rate fee of $12.95. Recommended for supplies and equipment for faster, trackable delivery. |
| Free Shipping | 15-25 Business Days after dispatch | Available on orders over $50. Shipped via EMS. A cost-effective option for non-urgent deliveries. |
Please note: Delivery times are estimates and may vary due to customs, weather, or carrier delays. Live animal shipments are scheduled for specific delivery dates to ensure safety.
Returns & Exchanges Policy
We stand behind our products. However, due to the specialized nature of live animals and perishable goods, our policy has specific considerations to ensure animal welfare and product integrity.
Policy Overview
We offer a 15-day return window from the date you receive your shipment for eligible items. All returns and exchanges must be initiated within this period.
Step-by-Step Return & Exchange Process
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Review Eligibility & Initiate Request
- Ensure your item is eligible (see “Non-Returnable Items” below).
- Email us at [email protected] within 15 days of delivery.
- Include your order number, product name, and a detailed reason for the request.
- Our care team will review and provide a Return Merchandise Authorization (RMA) number and instructions. Do not ship anything back without an RMA.
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Package the Item Securely
- Repackage the item in its original, unmarked packaging with all accessories and tags.
- Include a copy of your RMA email inside the box.
- For enclosures or fragile decor, use ample padding.
-
Ship the Package
- Ship to the address provided in your RMA instructions using a trackable service.
- Return Address:
Underground Reptiles Shop Returns Department – RMA #[Your RMA Number] 3010 Park Street, San Francisco, US 94107 - You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped).
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Inspection & Resolution
- Once received, we inspect the item within 3-5 business days.
- We will notify you via email about your refund status or the shipment of your exchange.
Refund Timeline & Method
| Stage | Timeline | Details |
|---|---|---|
| Inspection & Approval | 3-5 business days after we receive the return | Quality check and processing. |
| Refund Initiation | Within 2 business days after approval | Refund is processed to your original payment method (Visa, MasterCard, JCB, PayPal). |
| Funds Posted to Your Account | 5-10 business days after initiation | Processing time depends on your bank or payment provider. |
Note: Original shipping charges (Standard or Free EMS) are non-refundable. For approved exchanges, we will cover the standard shipping cost to send the replacement item to you.
Non-Returnable Items (Final Sale)
To uphold the highest standards of animal welfare and product safety, the following items are FINAL SALE and cannot be returned or exchanged:
- All Live Animals: Including Amphibians, Axolotls, Geckos, and specimens from our “Bred By UG” and “Exclusive Exotics” collections. Their health and stress levels are our utmost priority.
- Perishable Goods: All Frozen Mice & Rats, Frozen Chickens, and other frozen feeders.
- Opened or Used Consumables: Any opened Foods, Cleaning Supplies & Water Conditioner.
- Bioactive Supplies & Live Cultures: Due to their live and perishable nature (e.g., bioactive substrates, clean-up crews, living plants).
- Personal Care & Husbandry Tools: Used Husbandry Supplies & Care Tools for hygiene reasons.
Important Animal Health Notice: For any concerns regarding the health of a live animal upon arrival, you must contact us at [email protected] within 2 hours of delivery with clear photos/videos. Our team will work with you directly on a case-by-case resolution.
Need Assistance?
Our team of exotic animal enthusiasts and customer care specialists is here to help.
Email: [email protected]
Processing Time: We strive to respond to all inquiries within 24-48 hours.
Thank you for being part of the Underground Reptiles community. We are dedicated to supporting your passion with integrity and care.